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  • 17/30359429 DC : 0

    NA Status of Standard is Unknown

    BS ISO 10004 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING

    Available format(s):  Hardcopy, PDF

    Language(s):  English

    Published date: 

    Publisher:  British Standards Institution

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    Table of Contents - (Show below) - (Hide below)

    Foreword
    Introduction
    1 Scope
    2 Normative references
    3 Terms and definitions
    4 Concepts and guiding principles
    5 Framework for monitoring and measuring
      customer satisfaction
    6 Planning, design and development
    7 Operation
    8 Maintenance and improvement
    Annex A (normative) - Conceptual model of
            customer satisfaction
    Annex B (normative) - Identification of customer
            expectations
    Annex C (normative) - Direct measurement of
            customer satisfaction
    Annex D (normative) - Analysis of customer
            satisfaction data
    Annex E (normative) - Using customer satisfaction
            information
    Annex F (informative) - Inter-relationship of ISO 10001,
            ISO 10002, ISO 10003 and ISO 10004
    Bibliography

    General Product Information - (Show below) - (Hide below)

    Comment Closes On
    Committee SVS/0
    Document Type Draft
    Publisher British Standards Institution
    Status NA

    Standards Referencing This Book - (Show below) - (Hide below)

    ISO 10001:2007 Quality management Customer satisfaction Guidelines for codes of conduct for organizations
    ISO/TR 10017:2003 Guidance on statistical techniques for ISO 9001:2000
    ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
    ISO/TR 13425:2006 Guidelines for the selection of statistical methods in standardization and specification
    ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
    ISO 9004:2009 Managing for the sustained success of an organization A quality management approach
    ISO 9001:2015 Quality management systems — Requirements
    ISO 9000:2015 Quality management systems — Fundamentals and vocabulary
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